Comcast customer service rep harassing customer about cancelling subscription

[rashdanml]

Eh, honestly. Having a simple reason for disconnection (doesn't have to be the truth) before making the call is essential. How hard is it to say: "I no longer need Comcast services"? Doesn't actually mean you're no longer going to be using the Internet. Refusing to answer can have other implications as well. 

 

Obviously the CS Rep should have let it go after 20 whole minutes, but the customer is also partially at blame for refusing to give a very simple answer. 

[SlayerOfHellWyrm]

Eh, honestly. Having a simple reason for disconnection (doesn't have to be the truth) before making the call is essential. How hard is it to say: "I no longer need Comcast services"? Doesn't actually mean you're no longer going to be using the Internet. Refusing to answer can have other implications as well. 

Even once that was said, the rep still pushed for another reason, they just didn't care.

[Trik'Stari]

Comcast is shit, why would anyone expect anything more of their customer service reps?

[ttam]

Oh no! Comcast Customer Service reps who sit in little cubicles, with no downtime are out to get you guys! Run! You can't base an opinion of a company off a few disgruntled employees. That's like rating the quality of the forum off some of you knuckleheads.. Customer service in a call center teaches you..

 

1) How to use their systems

2) Generic greetings

3) Scripted responses

4) How to upsell items

 

Not how to speak to another human. The rest is the person you're talking to, not the damn company.

 

This is a classic case of you guys have no idea what you're talking about but want to spew hate to a company with no valid reasons.

[SlayerOfHellWyrm]

Oh no! Comcast Customer Service reps who sit in little cubicles, with no downtime are out to get you guys! Run! You can't base an opinion of a company off a few disgruntled employees. That's like rating the quality of the forum off some of you knuckleheads.. Customer service in a call center teaches you..

 

1) How to use their systems

2) Generic greetings

3) Scripted responses

4) How to upsell items

 

Not how to speak to another human. The rest is the person you're talking to, not the damn company.

 

This is a classic case of you guys have no idea what you're talking about but want to spew hate to a company with no valid reasons.

Except, Comcast has the worst customer satisfaction rating of like every other ISP in the US, except Time Warner. There is some truth to this. Regardless of how things are supposed to be done, it's not how that rep went about things. He could've just taken the answer that they no longer wanted Comcast as that, continued with the disconnection, and left it. Even if you are supposed to up sell, which I know reps are, that was a terrible way to go about it, and hurt that reps reputation, and since this has gone viral, Comcasts reputaiton more than he could have helped in this instance.

[Misanthrope]

Oh no! Comcast Customer Service reps who sit in little cubicles, with no downtime are out to get you guys! Run! You can't base an opinion of a company off a few disgruntled employees. That's like rating the quality of the forum off some of you knuckleheads.. Customer service in a call center teaches you..

 

1) How to use their systems

2) Generic greetings

3) Scripted responses

4) How to upsell items

 

Not how to speak to another human. The rest is the person you're talking to, not the damn company.

 

This is a classic case of you guys have no idea what you're talking about but want to spew hate to a company with no valid reasons.

You win a cookie for not only an excellent post but calling us all knuckleheads:

 

 

[ttam]

Except, Comcast has the worst customer satisfaction rating of like every other ISP in the US, except Time Warner. There is some truth to this. Regardless of how things are supposed to be done, it's not how that rep went about things. He could've just taken the answer that they no longer wanted Comcast as that, continued with the disconnection, and left it. Even if you are supposed to up sell, which I know reps are, that was a terrible way to go about it, and hurt that reps reputation, and since this has gone viral, Comcasts reputaiton more than he could have helped in this instance.

I've worked call centers and most of the negative reviews are just pissed off people. The best way to describe these people is.. Extremely Ass Hurt.

 

I've called Comcast numerous times when they were my ISP (over the past what 10+ years), and never once had a problem. Maybe 5 extra minutes of waiting, but what I needed was always resolved.

[Misanthrope]

I've worked call centers and most of the negative reviews are just pissed off people. The best way to describe these people is.. Extremely Ass Hurt.

 

I've called Comcast numerous times when they were my ISP (over the past what 10+ years), and never once had a problem. Maybe 5 extra minutes of waiting, but what I needed was always resolved.

 

Yep, I actually have the data to prove it: I was in charge of doing data analysis for xbox360 and I shown that our reps were actually pretty good with customers and over 70% of all negative customer satisfaction scores were related to warranty related issues, most of the comments were even "The guys are very nice but this is the 5th time I have to send my console back this is unacceptable" and things like that.

[matin94]

comcast should start a world with ubisoft and EA. then together they can all be dicks

[KingKeith55]

Rogers is worse, they turn what could be a 10 minute call into a half an hour to an hour call by constantly putting you on hold, making errors, taking you to redemption service if you even mention switching (thats like a 5-20 minute hold right there) then they bribe you with some extra crap that you dont need or want, then you have to tell them that you dont want it and you just want to keep your same plan or whatever, or that you just wanted everything to what it was in the first place.

[martinrox1568]

Who the hell is the editor? The headline doesn't even make sense!

 

Listen to world's WORST EVER customer service call – Comcast says it's 'very embarrassed'

 

Comcast is an it? It should be they're! GGGAAAAAAHHHHH!!!1!!!

Last time i checked, Comcast isn't a person, so its correct.

[NInety]

Last time i checked, Comcast isn't a person, so its correct.

They as in people. Comcast consists of people.

[SlayerOfHellWyrm]

They as in people. Comcast consists of people.

It can be used in reference to a corporation, so it's still correct.

[mr moose]

I have exactly that issue with vodafone,  I wanted my phone to work in remote Australia, they don't cover  remote Australia but wouldn't cancel my contract instead trying to sell me upgrades and give new discounts.  It's just sales techniques and customer retention antics, if you give them an indisputable reason to cancel a service they then know they have lost the sale, so they take that as a green light to go to town on you with every offer they have and tactic they can to try and sell you something. They have nothing to lose because you're already gone. 

 

My take from this is, they know it's wrong and unless you are a notable person and have access to the media to vent your spleen then you don't deserve an apology or recognition of your years of custom.

[Butterfish]

I understand the employee. Of course he wants to know why the customer all of a sudden wants to leave comcast after 9 years. The only way you can get better at what you're doing, is to know the reason behind it. Sure, the employee went waaay too far, but the customer is also being a d-bag imo.

[ygohome]

I can't wait to listen to this later when I'm not here at the library.

 

 

But I think I would've hung up and called back to talk with someone else once it started going downhill.  No way would I stay on the call for 20+ minutes.  If I really didn't want to share info or answer the questions I would have said so, and eventually I would have hung up.  Thats just torture for both parties hanging on that long.  But once he began recording he was basically committing to the long haul.

[BallGum]

Sorry but there were two teenagers there.  You could easily say the guy was a teenager experiencing his first breakup as well and didn't know how to do it.  

 

He is under no obligation to give any information regarding why he was changing. To give a reason, even a made up one, would make the sales guy think he 'won' and that his approach is great. Comcast shouldn't be allowed to bully customers like this into giving a reason.

[Yoinkerman]

I've worked in call centers, the blame for this rests squarely on Comcasts shoulders, not the rep trying to keep his job.